End User Support Specialist

Excentium., Inc.; Maryland; On-site; USD 90,000 - 115,000; Full time

Job summary

A leading technology services provider is seeking an End User Support Specialist to provide technical support for the CMTARS operations at Joint Base Andrews, MD. The ideal candidate will have strong experience with OpenText products and will be responsible for troubleshooting and assisting users in a secure DoD environment. Key qualifications include a Bachelor's degree in IT and relevant certifications. Must maintain an active Secret Security Clearance throughout employment.

Qualifications

• Experience supporting OpenText products and enterprise user support environments.
• Ability to triage incidents and track issues to resolution.
• Experience providing technical troubleshooting in a federal environment.
• Experience maintaining and tracking system incidents using support logs or tracking tools.
• Experience managing user lists, permissions, and license tracking.

Responsibilities

• Triage and evaluate incoming incident reports related to CMTARS.
• Respond to troubleshooting requests within 48 hours.
• Maintain documentation of user support activities.
• Troubleshoot application, access, and UI issues; escalate when needed.
• Maintain incident logs, track resolution steps, and ensure access control accuracy.
• Collaborate with system administrators, developers, and project staff.
• Assist testing and validation from an end-user perspective.
• Document user support activities and system incidents in detail.
• Perform other duties as assigned by management.

Skills

Supporting OpenText enterprise content management platforms

Troubleshooting and diagnostic skills

Incident tracking systems usage

Strong customer service skills

Communication skills

Organizational skills

Documentation and logs

Collaboration with admins/developers

Education

Bachelor’s degree in Information Technology or related field

Minimum five years experience supporting OpenText products

Federal/DoD environment experience

Tools

Incident tracking systems

Job description

END-USER SUPPORT

Position Summary:

The End User Support Specialist will support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program. This role is responsible for providing technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms.

The End User Support Specialist will serve as the primary point of contact for user-reported issues, assisting with incident triage, issue resolution, and system support. The position requires experience supporting OpenText products and enterprise applications in secure DoD environments, ensuring timely incident response and accurate tracking of user issues and system access.

Clearance Requirement:

• Active Secret Security Clearance issued by the U.S. Department of Defense.
• Clearance must be maintained throughout the duration of employment supporting the contract.

Work Location:

• Joint Base Andrews, MD

Primary Responsibilities:

• Serve as the primary point of contact for triaging and evaluating incoming incident reports related to the CMTARS system.
• Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt.
• Provide technical support to users experiencing issues with OpenText-based applications and system functionality.
• Troubleshoot and resolve application, system access, and user interface issues.
• Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary.
• Track and report all incidents using the System Change Request and Issue Log Tracker (A005).
• Maintain detailed documentation of user support activities, issue resolution steps, and system incidents.
• Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls.
• Assist users with system navigation, troubleshooting, and general operational guidance.
• Coordinate with project teams to identify recurring issues and recommend improvements to system functionality and user experience.
• Support testing activities and validation of system changes from an end‑user perspective.
• All other duties as assigned by management.

Skills and Qualifications:

• Experience supporting OpenText enterprise content management platforms.
• Strong troubleshooting and diagnostic skills related to enterprise applications and user environments.
• Ability to triage incidents, prioritize support requests, and track issues to resolution.
• Experience using incident tracking systems, ticketing systems, or issue tracking logs.
• Strong customer service and communication skills when assisting users with technical issues.
• Ability to clearly explain technical concepts to non‑technical users.
• Experience supporting applications within secure DoD or federal environments.
• Strong organizational skills with the ability to maintain accurate incident logs and user records.
• Ability to work collaboratively with system administrators, developers, and project management staff.

Required Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum five (5) years of experience supporting OpenText products and enterprise user support environments.
• Experience providing technical troubleshooting and application support in a federal or DoD environment.
• Experience managing and tracking system incidents using issue tracking tools or support logs.
• Experience maintaining system user lists, permissions, and license tracking.

Required Certifications:

• Security+ Certification (DoD 8570.01-M compliance).
• OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms.